IT Help Desk Assistant

The IT Help Desk Assistant is responsible for providing technical support and operational assistance across the Bank’s technology environment. Reporting to the AVP/IS Manager, this full-time position requires exceptional customer service skills when supporting employees.

Primary responsibilities include IT help desk support, user administration, report generation, system monitoring, software and hardware troubleshooting, and the distribution and review of operational and security reports. The position also assists with various technology-related projects and departmental initiatives while ensuring all tasks are completed accurately, efficiently, and in accordance with Bank policies and procedures.

The IT Help Desk Assistant works closely with the AVP/IS Manager to support departmental goals established through the Bank’s strategic plan, maintain regulatory and policy compliance, communicate effectively with staff throughout the organization, and provide operational reporting as needed.

Success in this role requires strong technical aptitude, attention to detail, organizational skills, and the ability to work independently while providing excellent customer service.

Essential Duties and Responsibilities

IT Help Desk Support

• Provide first-level technical support to Bank employees.
• Unlock and manage user accounts in various systems, including:
• Online Banking
• Core processing
• Network
• Board Portal
• Reporting system
• Install and configure printers and peripheral devices.
• Troubleshoot remote access issues.
• Troubleshoot and resolve hardware, software, workstation and peripheral device issues
• Assist with software installations, workstation deployments, and new equipment setup.
• Diagnose and resolve technical issues or escalate as appropriate.
• Assist with report creation and maintenance.

Reporting & Monitoring

• Document, track and resolve support requests through the Bank’s IT ticketing system.
• Maintain accurate records of incidents, service requests and resolutions.
• Review daily event logs and InSight security reports.
• Review website integrity monitoring reports.
• Create and maintain custom reports using Total Vision and Crystal Reports.
• Generate annual abandoned property reports.
• Generate and maintain BSA monitoring reports.
• Distribute daily, weekly, and monthly Total Vision reports, including:
• ACH reports
• Large deposit reports
• Currency transactions over $10,000
• Download, review, and distribute scheduled reports including:
• Splunk Reports
• SOC Reports
• Segmint Reports
• Blocked Traffic Reports
• PatchPlus Reports
• COCC Internet Security Reports
• Website Review Reports
• Elan Mailing Reports

Departmental Support

• Assist the Technology Department in achieving operational and strategic goals.
• Maintain compliance with Bank policies, procedures, and regulatory requirements.
• Prepare periodic reports for management.
• Communicate effectively with employees and management across all departments.
• Participate in technology-related projects and process improvement initiatives.
• Represent the Bank at community and public events as needed.

Decision-Making Authority

Works within established policies and procedures while exercising sound judgment and initiative in resolving routine technical and operational issues. Responsible for researching records, resolving problems, and preparing reports. Refers unusual or complex situations to the AVP/IS Manager.

Complexity of Work

The position requires working with a variety of software applications, banking systems, and technology platforms. A thorough understanding of Bank procedures, computer systems, and information security practices is necessary to perform assigned duties effectively., Performs other duties and special projects as assigned based on departmental workload, staffing needs, and business requirements.

• High school diploma or equivalent required.
• Banking and computer-related coursework preferred.
• Banking experience preferred.
• Successful completion of an approved internal or external training program, if applicable.

Knowledge, Skills, and Abilities

• Strong computer and keyboarding skills.
• Proficiency in Microsoft Word and Excel; Microsoft Access experience is helpful.
• Working knowledge of the Bank’s core processing system, InSight, and other Bank software applications.
• Excellent customer service, interpersonal, and communication skills.
• Strong organizational and analytical abilities.
• Detail-oriented with a high level of accuracy.
• Ability to work independently and manage multiple priorities.
• Willingness to learn new technologies and accept new challenges.

Physical Requirements

• Ability to sit and concentrate for extended periods.
• Ability to communicate clearly and effectively with customers and employees.
• Sufficient vision and hearing to perform essential job functions.
• Ability to move throughout Bank facilities, including climbing stairs and moving equipment when necessary.
• Ability to travel within and outside Bank premises as required.

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Retirement plan